DavecUK I have suggested they always acknowledge recpt immediately.
I think this is the way to go. Doesnāt need to be immediately, but at least timely, e.g.: 48 hours to reply to a support email, 7 days for an enquiry email, or whatever they thing is feasible. They just need to define an SLA for that.
I really like the idea of the Falcon I, and Iāll be watchingā¦ maybe I might be a prospective customer even. For me however, a deterministic factor of whether Iāll go for ACS or Lelit, or ECM in the future would be exactly thatā¦ if something goes pop, or I need a spareā¦ how easily can I obtain support and spares? This was essentially one of the rationales I went through when going for the Elizabeth: it was a lot simpler to obtain spares for the Lelit machine rather than a Sage Dual boiler, at least at the time.
I appreciate ACS is a small business and I hope this part (communication) of ACS business gets better. I hear good stories here of ACSās service being world class, second to nome, but there are also stories like this one which would infuriate me as a customer and therefore would make me think twice about becoming a customer. This is, in my opinion, a critical part of their business model as, unlike some others, they do direct sales rather than have distributors or resellers.
